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Publicado en línea: 18 mar 2024
Páginas: 12 - 35
Recibido: 01 abr 2016
Aceptado: 30 may 2016
DOI: https://doi.org/10.2478/fprj-2016-0001
© 2016 Michelle Cull et al., published by Sciendo
This work is licensed under the Creative Commons Attribution 4.0 International License.
Figure 1:
j.fprj-2016-0001.tab.001
| Literature source | Trust construct or definition |
|---|---|
| ‘A generalised expectancy held by an individual that the word, promise, oral or written statement of another individual or group can be relied on.’ | |
| Wrightsman and Baker, 1969, p.299 | ‘The extent to which people are seen as moral, honest, or reliable’. |
| The element of risk involved when one must decide whether becoming vulnerable or dependent is worth the possibility of a shared positive outcome, despite a careful assessment of the other person’s intentions, capabilities, and motives. | |
| Trust is a set of ‘socially learned and socially confirmed expectations that people have of each other, of the organisations and institutions in which they live, and of the natural and moral social orders that set the fundamental understandings for their lives’. | |
| The ‘undertaking of a risky course of action on the confident expectation that all persons involved in the action will act competently and dutifully’. | |
| Trust is a construct with a number of elements: faith, dependability and predictability. | |
| Schurr and Ozanne 1985, p.940 | Belief that a party’s word or promise is reliable and that a party will fulfill his or her obligation in an exchange relationship. |
| Zaltman and Moorman 1988, p.17 | An interpersonal or inter-organisational state that reflects the extent to which parties can predict one another’s behaviour; can depend on one another when it counts; and have faith that the other will continue to act in a responsive manner despite an uncertain future. |
| Anderson and Weitz 1989, p.312 | Belief that needs will be met in the future by the actions of another party. |
| Anderson and Narus 1990, p.45 | ‘the firm’s belief that another company will perform actions that result in positive outcomes for the firm as well as not take unexpected actions that result in negative outcomes’. |
| Confident belief that a salesperson can be relied upon to behave in a manner that will serve the long-term needs of the customer. | |
| Moorman, Deshpande and Zaltman 1993, p.82 | ‘willingness to rely on an exchange partner in whom one has confidence’ |
| ‘…confidence in an exchange partner’s reliability and integrity.’ | |
| The expectation of ‘regular, honest and cooperative behaviour based on commonly shared norms’. | |
| Hosmer 1995, p.399 | ‘the expectation of ethically justifiable behaviour- that is, morally correct decisions and actions based upon ethical principles of analysis’. |
| ‘the willingness of a party to be vulnerable to the actions of another party based on the expectation that the other will perform a particular action important to the trustor, irrespective of the ability to monitor or control that other party’ | |
| ‘the extent to which a person is confident in, and willing to act on the basis of, the words, actions and decisions of another.’ | |
| Robinson 1996, p.576 | A person’s ‘expectations, assumptions, or beliefs about the likelihood that another’s future actions will be beneficial, favourable, or at least not detrimental to one’s interests’. |
| Frequent and honest communication plays a key role. | |
| Zaheer, McEvily and Perrone, 1998, p.143 | The expectation that an adviser can be relied upon to fulfill obligations (Anderson and Weitz 1989), behave in a predictable manner and act and negotiate fairly when the possibility of opportunism is present (Anderson and Narus 1990, Bromiley and Cummings 1995). |
| Johnson & Grayson 1998 | Multidimensionality of trust- cognitive and affective trust are separate dimensions of trust with unique antecedents and consequences for relationships. |
| ‘Confident positive expectations regarding another’s conduct’. | |
| ‘Psychological state comprising the intention to accept vulnerability based upon positive expectations of the intentions or behaviour of another’. | |
| Implies personal vulnerability through reliance on, or confidence in, the financial adviser’s competence and ability to satisfy the long-term interests of the client. | |
| Johnson & Grayson in Swartz & Iacobucci (Eds) 2000, p.358 & p.365 | Four levels (generalized, system, process-based, and personality-based ) which vary in terms of relevance as the relationship progresses from exploration to commitment. |
| Sirdeshmukh, Singh and Sabol 2002, p.17 | The expectations held by trustor that the trustee is dependable and can be relied on to deliver promises made. |
| Trust is ‘an evolving affective state including both emotional and cognitive elements and emerges from the perceptions of competence and a positive, caring motivation in the relationship partner to be trusted, and functions to increase the propensity to manage risk in the relationship of parties’ shared environment’. | |
| Boyd 2003, p.398 | Involves a belief in an agent’s competence, predictability, integrity and benevolence. |
| Kirchmajer & Patterson 2003, p.4 | A multi–dimensional construct involving credibility and benevolence. Based upon the ability of a financial planner to perform their role effectively, based upon their experience, expertise and task-specific competencies; with honesty and an intentional motive beneficial to the client. |
| Weisinger 2004, p.56 | Based on communication. |
| Knowledge and emotion driven action, with willingness to rely on a provider being based on reliable conduct and interactions. | |
| ‘the belief that the financial planner can be relied on to behave in such a manner that the long term interest of the client will be served (adapted from Crosby et al 1990, Sharma & Patterson, 1999)’. | |
| Kohn 2008, p.17 | ‘Trust is an expectation about another’s actions, based on the understanding that the other has the capacity to create mental models of possible course of action, and to evaluate them within a framework that can incorporate interests besides the other’s own.’ |
| Wood, Boles, Johnston and Bellenger 2008, p.264 | ‘An expectation by the buyer that the seller will engage in actions supporting the buyer’s interests in that setting (Hardin 2002, |
| ‘… the belief that a person or organization will honour promises and act in ways that are expected of them’. | |
| An affective response significantly driven by benevolence, competence and likeability/similarity; resulting in customer satisfaction, positive attitudes, intentions and behaviours. |